CS Week 2018 - SAP C4C Demos and Lessons Learned

Utilities can get at least three valuable things from HPC America at CS Week this May:

1. Live demo of SAP Hybris Cloud for Customer (C4C) connected to both SAP ECC and a third-party payment solution
2. Technical lessons learned from the first-ever integration of C4C with on-prem IS-U via SAP's cloud middleware
3. Concrete answers to your own questions about SAP Hybris C4C project plans

HPC America has more real-world experience in SAP Cloud for Customer for utilities than anyone, and we welcome utility IT and Customer Service pros who want to pick our brains, learn how C4C can help their organizations, and improve the success of C4C implementations. Visit us at Booth #437.

ASUG Webinar on SAP C4C - IS-U Integration a Success

At the end of last month, HPC America and Navajo Tribal Utility Authority presented a Webinar hosted by ASUG about the first-ever integration of SAP Hybris Cloud for Customer (C4C) with on-premises SAP ECC/IS-U via SAP Cloud Platform Integration middleware. The audience's response was tremendous:

"The webcast was awesome.  You guys hit it out of the park!"

"Probably one of the best ASUG presentations."

"It was great, and very informative!"

"Thank you for the invitation! The information was useful and our architects will definitely leverage it to effectively plan for C4C."

You can watch a recording of the webinar online, and contact us with any follow-up questions about SAP C4C for utilities running IS-U on-prem.

SAP Hybris Cloud for Customer (SAP C4C) Implementation at a Utility Company

To serve its water, gas, and electric customers, one of HPC America’s utility company clients had historically utilized decentralized call centers across its service territory. To improve customer service and operational efficiency, the utility designed a new centralized call center responsible for triaging customer inquiries, addressing billing questions, and dispatching support requests to district offices.

To achieve this transformation, HPC recommended SAP Hybris Cloud for Customer (C4C), an SAP SaaS offering that integrates with the SAP Customer Care & Billing (CR&B) utility vertical solution already in production at our client. SAP C4C leverages the SAP HANA Cloud Integration (HCI), a cloud-based middleware between the ECC and C4C running on the SAP Cloud Platform (SCP) platform-as-a-service (PaaS) offering.

We're now working with the utility company to roll out SAP C4C to Customer Service Representatives and district office field planners. SAP C4C will provide a 360-degree financial picture of customer accounts, track customer interactions, and integrate with the utility’s existing telephony software for Interactive Voice Response (IVR).

By utilizing SAP’s cloud solutions, this utility company will not only be able to achieve its customer service objectives but also realize significant cost savings, faster implementation, and greater long-term security.